Guest Participation Guidelines

At Carex Tours, we’re all about making sure you have a fun, safe, and unforgettable garden adventure with us. To keep everything running smoothly, we’ve put together some guidelines for all our guests. These help us decide when we might need to refuse or cancel a booking, action our Trip Help Process, or possibly even ask someone to leave a trip.

It’s important to know that any guest asked to leave a trip, or who has their booking terminated at any point by Carex Tours in alignment with these guidelines, will not be subject to any refunds as per our Terms & Conditions.

We’re big on kindness and respect here. If anyone is rude, aggressive, or abusive towards our team, other guests, guides, or the public, we might have to cancel or refuse a booking, or ask them to leave a tour. This includes:

• Bullying, offensive language, threats, or any kind of discriminatory or inappropriate behavior.
• Constantly making unreasonable demands or complaints.
• Disruptive behavior or causing communication problems.

If someone’s behavior makes it hard for us to provide great service or creates a hostile environment, we may have to step in. We’re always here to listen to your concerns and expect everyone to treat each other with respect.

Your safety and enjoyment are our top priorities. If a guest’s behavior puts anyone at risk, we may need to take action, or even ask someone to leave a tour.

This includes:

• Ignoring safety instructions from our team.
• Having a history of reckless or rude behavior.
• Unmanaged mental health issues that could pose risks.
• Not following local laws or regulations (illegal activities)
• Not following transportation and accommodation rules.

Any dangerous or illegal activities will result in immediate removal from the trip and possibly being reported to authorities.

To join our garden adventures, guests must agree to our Terms and Conditions. If someone refuses to follow these terms or has a history of not complying, we might need to refuse or cancel a booking. During a tour, they may be asked to leave.

This includes:

• Not signing required liability waivers.
• Providing false information during the booking process.
• Using suspicious or fraudulent payment methods
• Not meeting payment deadlines or providing necessary documents.
• Failing to have a valid passport, visas, or necessary permits.
• Not sharing essential safety and trip coordination information with us (e.g., passport copy, flight itinerary, emergency contact details).

Some of our trips require certain physical capabilities. If a guest doesn’t meet these requirements, we will unfortunately need to refuse or cancel their booking. During a tour, they may be asked to leave.

This includes:

• Not meeting minimum fitness or mobility standards for a trip.
• Not disclosing health, mobility, or fitness issues that affect participation or the pace of the group.

Not having necessary vaccinations for entry into a country.

We want to make sure our Carex Tours values, and trips, match your expectations. If a guest’s expectations don’t align with what we offer, we might have to refuse or cancel their booking.

This includes:

• Unrealistic demands beyond the scope of our service or the nature of the trip.
• Expecting luxury experiences where it’s not feasible or advertised.
• Having a solo traveler mindset or attitude for a group travel tour
• Not being willing to share a room or a tour with people of different personalities and demographics
• Not accepting the inherent risks of travel tours or any activities.
• Wanting to customize the itinerary in ways that are not possible.
• Not accepting the flexibility of an itinerary, that comes with the nature of travel.
• Not attending pre-trip calls or responding to our communications.

Making demands that are outside our team’s roles or capacities.

We aim to create a positive and inclusive environment. If a guest’s behavior goes against our values, we may sadly need to refuse a booking, or take action during a tour.

This includes:

• Disrespecting the environment, local cultures, guides, or other guests.
• Not dressing or behaving appropriately according to local customs.
• Harassing, discriminating, or being aggressive towards others.
• Engaging in illegal or unethical activities.
• Not embracing our group travel values during previous or current trips; Being supportive of others, kind and respectful communication, open-minded and up for experiencing the new or different, flexible, embracing the differences of fellow travelers, being positive and letting things slide.
• Severe or continued behavior/incidents during a trip.

Our How To Be A Great Carex-plorer is really close to our hearts, and sums up our group travel values in a nutshell. We send this to all our guests before booking… If you read it and go “That’s me in a nutshell!” then you are already a Carex-plorer at heart!

Our guides are here to make sure everyone has a great time, learning something new about gardens while staying safe. If a guest refuses to respect a guide’s decisions or authority, it could result in us refusing future bookings, or asking them to leave a tour.

This includes:

• Not being flexible with itinerary changes.
• Not following our Communicable Disease Policy
• Refusing to communicate respectfully with a guide.
• Not informing a guide if you decide to wander from the group or skip an activity/meal.
• Using rude or disrespectful language towards a guide.
• Refusing to participate in our Guest Resolution Process.

Our goal is to make sure everyone has an amazing garden adventure while keeping things safe and fun. Thanks for taking the time to read these guidelines!

💡 If you have any concerns or see any issues while on a trip, please refer to our Trip Help Process.